Technical Outcomes Consultant

Summary

Join Appspace's Customer Care team as a Technical Outcomes Consultant! This key role focuses on ensuring enterprise-level customers achieve their business goals using our SaaS product. You will leverage your technical expertise in SharePoint, PowerShell, Azure/GCP, and strong relationship management skills to guide customers through implementation, troubleshooting, and optimization. Mentoring other team members and resolving technical issues for strategic accounts are also crucial aspects of this position. A deep understanding of customer needs and proactive risk mitigation are essential for success. This role requires strong technical skills and a passion for customer care.

Requirements

• 3-5+ years of experience in a technical customer-facing role (e.g., technical account management, sales engineering, solutions consulting)
• Proven track record of successfully managing enterprise-level customer relationships and driving technical outcomes
• 3-5+ years of experience with SharePoint administration and PowerShell automation
• Deep understanding of SaaS technologies, architectures, and deployment models
• Strong knowledge of SharePoint administration, configuration, and security best practices
• Proficiency in PowerShell scripting for automation and management tasks
• Excellent communication, presentation, and interpersonal skills, with the ability to build rapport with diverse technical and business audiences
• Strong problem-solving and analytical skills, with a proactive and solution-oriented mindset
• Ability to work independently and as part of a team, managing multiple priorities and deadlines effectively
• Demonstrated leadership potential and ability to mentor and guide others
• Passion for customer care and a commitment to continuous learning and professional development

Responsibilities

• Develop a deep understanding of assigned customers' business objectives, technical environments, and success criteria
• Create and execute technical success plans that align with customer goals
• Proactively identify and mitigate technical risks and challenges that may hinder customer success
• Monitor and analyze customer product usage data to identify trends, areas for improvement, and opportunities for expansion
• Provide expert-level technical guidance and support to customers on our SaaS product, including integration with existing systems and workflows
• Troubleshoot complex technical issues, escalating to engineering when necessary, and ensuring timely resolution
• Develop and deliver technical training and documentation to customers, empowering them to effectively utilize our product
• Stay abreast of industry trends, emerging technologies, and best practices related to SaaS products and enterprise solutions, including Azure/GCP and device management
• Take ownership of critical technical issues and support tickets escalated by key strategic and enterprise-level customers
• Provide timely and effective resolution to technical problems, ensuring customer satisfaction and minimizing service disruptions
• Collaborate with other Customer Care team members and engineering to resolve complex issues and identify root causes
• Contribute to knowledge management by documenting solutions and troubleshooting guides for common problems
• Provide technical guidance and mentorship to other Customer Care team members, particularly Technical Support Engineers
• Assist in the training and development of team members on technical aspects of the product and troubleshooting techniques
• Contribute to process improvements within the Customer Care team, sharing knowledge and best practices
• Build and maintain strong relationships with key technical stakeholders within assigned customer accounts
• Communicate effectively with customers, both verbally and in writing, conveying technical information in a clear and concise manner
• Collaborate with internal teams (Sales, Customer Success, Engineering) to ensure alignment and provide a seamless customer experience
• Act as a customer advocate, providing feedback to product development teams based on customer needs and challenges

Preferred Qualifications

Knowledge of Azure/GCP and good device management skills are highly desirable

Benefits

Global office locations and flexible work culture